IT Support Specialist II

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As a key member of Virgin Galactic’s IT team, the IT Support Specialist will deliver high-quality technical support to a dynamic, fast-paced organization. This role is responsible for administering and troubleshooting Microsoft 365 environments, supporting Windows and macOS endpoints, managing remote access solutions, and resolving escalated software and hardware issues both onsite and remotely. The position requires a proactive, customer-focused professional who can independently diagnose and resolve technical problems while maintaining strong response times and user satisfaction.

The ideal candidate brings solid experience with Active Directory, Office 365, endpoint imaging, and enterprise networking fundamentals, along with excellent communication skills, attention to detail, and the ability to collaborate effectively across all levels of the organization.

• Demonstrate a proactive, motivated attitude with a strong passion for IT and customer service
• Administer, install, and troubleshoot Microsoft 365 environments
• Resolve escalated software issues related to Windows 11 and associated applications
• Assign, manage, and troubleshoot remote access solutions both remotely and onsite
• Diagnose and resolve software issues in both remote and onsite support settings
• Maintain fast response times to ensure maximum uptime for users and critical systems
• Configure, deploy, repair, and provide troubleshooting support for hardware and software based on documented procedures or management direction, including:
  • Desktop, laptop, and tablet computers (Windows and macOS)
  • Mobile devices
  • Outlook, Teams, Zoom, One Drive, and Share Point
• Perform Active Directory and Microsoft 365 administrative tasks, including password resets, user profile creation/updates, and group membership changes
• Provide high-quality support for approved software and hardware by approaching technology from the end‑user’s perspective and delivering excellent customer service
• Escalate unresolved or unfamiliar issues to the appropriate internal teams or external support providers
• Effectively utilize and troubleshoot all Microsoft Office 365 applications
• Support and troubleshoot remote meeting and collaboration tools
• Work collaboratively to achieve goals and/or complete assigned tasks
• Adhere to set directions and guidelines from team leader to support collaboration across teams to complete projects
• Perform additional responsibilities as assigned by the Team Lead, Manager, or Director

• Minimum 3 years of IT experience supporting a company size of 500+ employees
• Microsoft or CompTIA certificates in relevant technologies
• Willingness to learn new processes and technologies
• Ability to work in a fast-paced environment
• Understands the importance of confidentiality
• Attention to detail
• Ability to independently analyse and solve problems.
• Strong interpersonal and communication skills and the ability to interact effectively with all levels in the organization
• Experience with the following software and hardware:
  Active Directory, Exchange 365, Office 365, WAN/LAN topology, Antivirus, various wireless services & equipment support
• Previous experience with ticketing systems
• Experience imaging PCs via Acronis or related software
• Knowledge of all Microsoft Windows and Mac OS & Office technologies (MacOS, Windows 10 & Office 365)
• Create a high level of user satisfaction through accurate and timely follow‑up & strong technical skills
• Must demonstrate organizational and time management skills
• Ability to communicate in a manner that is timely, respectful, and open to other ideas
• Demonstrate willingness to adjust thinking and behaviour

The Employer retains the right to change or assign other duties to this position.

• Must be able to work flexible hours outside of normal business hours
• Be part of on‑call rotation
• Must be able to sit or stand for extended periods
• Must be able to stoop, bend, crawl, and be able to…